by Kirby Hasseman
I have heard Twitter called the Cocktail Party of social media. Though I think that has merit, I don’t think it takes it far enough. I think Social Media is the new Cocktail Party. “Ok,” you might be thinking. “Why does that matter?”
It matters, because I think it really does give us a roadmap for how to behave online. The more I have the chance to speak to groups and organizations around the country on the topic, the more I am convinced. We hear all of the time that social media is different. It’s making people act differently. And, certainly, in some cases that is the truth.
There are the “keyboard activists” that you hear about all of the time. There are trolls. But those people are around us every day…not just online. My contention is social media is VERY much like the three-dimensional world. We try to make it different. But if we treat social media just like real life, we would be better off! Here are a few similarities I see between social media and a cocktail party.
Don’t Lead with Politics: If you just moved into a new neighborhood, and you were invited to a cookout, you would probably not introduce yourself to your new neighbors with political vitriol. You might not like the current President (or the last one), but you probably would not LEAD with that. And even if you did, you would not continue to say it all night long. We all know that person that posts 8 times per day about his or her political rants. I guess you might do this, but you would not be invited back.
Less Mean…More Good: If you (and the rest of social media) communicated as if they might see people later that day, we would all get more civil. Here’s the thing, we might still have the same opinions, but we would say them differently. What your mom told you years ago is still right. “It’s not what you say, but how you say it.”
Don’t Sell ALL of the Time: I am looking at you businesses and salespeople! You would never walk up to every person at a cocktail party and try to sell them your product without knowing anything about them! Sure, you might want to sell to them…but not at hello! But businesses do this all of the time! You go to their pages and all it says is “Buy from me. Buy from me. Buy from me.” Just like it real life, people are saying “I have to go over here” to get away from you.
Make People Laugh: People who are fun to follow online are very much like people you want to hang out with in real life. They make you laugh. They make you feel good about you. They inspire you. In a world where everyone seems to be all about snark and cynicism, make people smile. That transcends any platform. So if you (and your team) want to be better on social, stop treating it differently. Start treating it just like your next networking event. You might be surprised with your results.
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by Kirby Hasseman
Let’s address a “hypothetical situation” that happens all of the time.
You have taken the time to create a social media presence. Your Facebook page is solid and you post valuable content regularly. You are providing good information and engaging with the growing audience. You are killing it with your social media marketing.
Then one day, you get a negative comment. A customer came to your location and had a bad experience. They might have had an actual bad experience…or maybe they are just a difficult person. Their coffee was cold. Or their server was slow. Or their customer service representative was rude. Whatever the reason, they have decided to let the entire world know via social media!
What do you do now?
If this does not sound familiar yet, it will. The reality is, with the internet, everyone has a voice. And when people feel they have been wronged, they want to share that experience. The thing is, this is not a new thing. People have always shared their negative opinions. Now, everyone just has a larger audience. So what do you, as an organization, do when you get one of these negative comments online?
There are a couple steps to take (and they are outlined in detail in the GREAT book by Jay Baer “Hug Your Haters.“) But before we get to the simple steps, let’s reframe the discussion. We need to look a bit differently about the feedback. As I mentioned above, these conversations have always happened. But now you get to be a part of them! You get to address (the sometimes) very real issues with your service so that future customers don’t have the same experience. This is incredible intel to make your organization better! You need to start by looking at it that way. Don’t get defensive…get pro-active to fix the issue.
Now onto the simple steps.
When you receive a negative comment about your company, product or service, I recommend you respond to the comment by doing three things. Apologize. Empathize. Take it offline.
Apologize
Regardless of the issue, you don’t want your customer or prospects to have a bad experience, right? So apologize for it. “I am so sorry you had this experience.”
Empathize
This is when many of us feel the need to “give a reason” why this happened. This “reason” often comes off as an “excuse.” No one wants an excuse. They want to know they are valued.
Take if offline
I recommend you give them a number (to a real person) to call to discuss their issue. First, this shows you really want to handle it. Second, it keeps you from getting into an argument online…NEVER a good idea. This can be an incredibly effective technique. Often, you won’t ever get the call from the person. They just wanted to vent. But by responding, you not only responded to that customer, but everyone who knows them SEES that you responded. It shows you care enough to try and fix the issue.
And as customers, we know that caring can go a long way.
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by Kirby Hasseman
At the beginning of this year, I made a commitment to do more video. The goal was to provide value through content in new ways. It might be to entertain, educate or inspire. And though we have been super active with this blog (and I want to continue to be), I felt like video is another way to reach out. So I wanted to share a few videos that you might not have seen so far this year. Oh…and if you want to make sure don’t miss, you can subscribe to my Youtube channel here. My goal is to increase my number of subscribers…so you can help! Delivering Marketing Joy: As you may or may not know, I have been doing a web show called Delivering Marketing Joy for several years now. Every Wednesday, I interview a new marketer, entrepreneur, author or leader…and I have done that for over 220 episodes! Today I talk to Jason Lucash from Origaudio, and you can watch that here. Motivational: I have also tried to make a commitment to inspire more this year through video. This recent video for the New Year is an example of that. Watch this and let me know what you think! Remember, if you want to have a better year (or week or month) you need to take action! Day in the Life: In addition, I started a vlog series that I call a “day in the life” that follows me around in different areas of business. This is from a recent trip to Vegas for the PPAI Expo. The goal is to entertain and inform…and there will be plenty more to come. Community Support: Finally, I want to help support things in the community that inspire me. That’s why I created this video about Kids America and this short video about helping the homeless. Either way, my hope is I will be creating some video that you enjoy. As I said, if you are interested, feel free to subscribe to my Youtube channel here. And of course if you want to make sure you never miss any content, you can sign up to be a VIP here.
by Kirby Hasseman
We all have “that voice.” I have talked about it before. We all have that voice that spends time telling us that we are not good enough, or smart enough, or not ready. We hear that voice the loudest when we are about ready to try something new or challenging. That voice is fear. That voice is insecurity. It’s a voice we all have. But what do we DO with it? Seth Godin, in his great book “What to do when it’s your turn (and it’s always your turn)” talks about this when he asks “where do you put the tired?” He points out that when people run a marathon, there will be a time when you get tired. There are no books on how to run a marathon WITHOUT getting tired. When you run 26.2 miles, you will get tired. So what do you do with the tired? The same point is true for fear and insecurity. There is no way to create or challenge yourself or try something new without hearing that voice. So what do you do with it? From what I can tell, people do one of a few things when confronted with “that voice.” Run Away: When faced with something that scares people, sometimes they just completely avoid anything to do with it. They feel if they don’t know about or see it, that opportunity will not exist. The problem with this group is they will never achieve what they could in life. By avoiding their fears, they avoid their potential too. Curl Up: Sometimes the fear just stops them. They don’t leave the area. They just watch others do what they want to do and wish. The challenge here is this leads to a life of jealousy. They will constantly be watching people doing the things they would love to do…but won’t. When you see people who are mean-spirited and judgmental online, I always consider this group. Fake It Till You Make It: You see this group full of bravado. They feel like if they are brash and confident enough on the outside, we won’t know they hear the voice. This has been me many times in my life. Though this is preferred to the first two, because at least they are leaning in, it is hard to sustain. I think the goal for this group is to start here, and then grow to a place where you don’t have to fake it anymore. Ignore the Voice: These people still hear that voice, but they choose to push forward anyway. They know it might not work. They know there is a chance of failure. But they find a place to “put the fear.” This is, generally, the group that creates long term value and content and success. Which one are you? If you are like most of us, you have been all of these in different areas of your life. But now that you recognize it…what will you be today…and tomorrow? Where will you put “that voice?” Make sure you never miss an update! Each week we send out one email with all of the content of the week! It’s our VIP list and you can sign up here.
by Kirby Hasseman
If you are like a lot of people, the New Year means there is a special feeling in the air. It’s not just the feeling of being tired and hung over. I mean, it’s that too. But in addition, there is a feeling of hope. It’s a new page, a new year, a new day full of new possibilities. I talked a bit about why this matters here. But for some of us, it can be overwhelming too. Sure, we can start over and have a great new year. But where do I start? How do I get the ball rolling? What can I do to get 2019 started off better than 2018? That challenge is real. When I feel a bit overwhelmed, I like to try and fill my brain with good and inspirational stuff. It often helps get me in the right mindset, so I can take action toward whatever goal I am working on. With that in mind, I wanted to share a few pieces of content that I enjoy that might help you! Dr. Mark Powell on Delivering Marketing Joy: I really enjoy doing Delivering Marketing Joy. I get to talk to some amazing and smart folks. So each episode is fun for me. But this one is perfect for this time of year. Dr. Powell has a new book called “Clutch” and he spends some time talking about that with me here. I love the idea of creating “rituals” in your life to create a happier and more productive you. My YouTube Channel: One of my goals for 2019 is to increase the amount of value I deliver through video…and I want to increase my subscribers! You can help me with that by clicking here and subscribing. Oh, and here is a recent video that went sideways when we “misplaced” our drone. Watch that here. Akimbo Podcast: If you know me at all, you know that I really enjoy the work of Seth Godin. He is smart and thoughtful and he brings that to his podcast. For me, this is “must listen” content. So that’s a short list to get you started today. And of course if you have some great content that I should check out, let me know! Happy New Year everyone! Let’s make it a great one! Make sure you never miss an update! Sign up for our VIP newsletter here.
